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Survey Reveals Poor CRM Strategy Impacts Retention with US customers

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Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

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Barbarossa Dragon Empire

Peter & Sons Expands Ontario Footprint with Major Casino Time Content Deal

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Peter & Sons, the innovative iGaming studio known for its signature artistic flair, has secured a landmark content agreement with Casino Time, a leading homegrown operator in Ontario.

Delivered through Light & Wonder’s premier aggregation platform, the partnership brings Peter & Sons’ library of indie-inspired titles to CasinoTime.ca. This move aligns with Casino Time’s strategy to consolidate its market-leading position as it expands its offerings from slots, live casino, and bingo into a soon-to-launch sportsbook.

Pushing Boundaries in the Ontario Market

Ontario has rapidly evolved into one of the most dynamic and regulated iGaming jurisdictions in North America. Through this deal, local players gain access to Peter & Sons’ most successful recent launches and seasonal hits:

  • Barbarossa Dragon Empire: The high-stakes third installment in the studio’s flagship franchise. This Asian-themed sequel features the “Multiplier Cannon” and a massive 40,000x win potential.

  • Zombie Road: A post-apocalyptic adventure on a 5×3 grid with 243 ways to win, featuring cascading reels and persistent multipliers that can reach 20,000x.

  • Bad Santa: A subversive, gothic-horror take on the holiday season, utilizing a Scatter Pays system and “Multiplier Jumps” for a high-volatility experience.

A Shared Vision for High-Art Gaming

Peter & Sons has carved out a unique niche in the industry by blending meticulous game mechanics with world-class art and storytelling. Partnering with Casino Time—an operator celebrated for its Canadian heritage and focus on premium player experiences—marks a significant milestone for the studio’s 2026 roadmap.

“Ontario has long been a major focus for us, and partnering with Casino Time marks an exciting milestone for our expansion,” said Yann Bautista, Founder and Commercial Director at Peter & Sons. “Their commitment to top-tier entertainment aligns perfectly with our bold vision.”

Jeffrey Holmes, COO of Casino Time, added: “We are thrilled to partner with Peter & Sons. Their distinctive artistic style and highly engaging gameplay represent a major step in expanding the premium entertainment we offer to our players.”

The post Peter & Sons Expands Ontario Footprint with Major Casino Time Content Deal appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

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Barbarossa Dragon Empire

Peter & Sons Bolsters Ontario Presence with Landmark Casino Time Content Agreement

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Innovative iGaming studio Peter & Sons is set to enhance its position in Ontario after signing a landmark content agreement with Casino Time, one of the region’s most respected operators.

The agreement, delivered in collaboration with Light & Wonder, represents a natural move for either party, with the operator’s flagship site CasinoTime.ca offering a broad selection of casino games including slots, live casino, and bingo. There are also plans afoot for a Casino Time-powered sportsbook as the site looks to consolidate its market-leading position and diversify its content offering.

Ontario has fast emerged as one of North America’s most dynamic, progressive iGaming regions. The state’s players can now enjoy a range of Peter & Sons fan favorites including the recent flagship launch Barbarossa Dragon Empire – the third installment in the popular series – along with seasonal offering Bad Santa and the undead antics of Zombie Road.

Renowned for its catalogue of indie-inspired creations, offbeat characters, and meticulously crafted game worlds, Peter & Sons continues to push boundaries in slot design and entertainment. By joining forces with Casino Time – a platform celebrated for its proud Canadian heritage and commitment to delivering superior experiences – the studio looks forward to building a long-term, mutually beneficial relationship.

Yann Bautista, Peter & Sons Founder and Commercial Director, said: “Ontario has long been a major focus for us, and partnering up with Casino Time marks an exciting milestone for our expansion in the region. Their commitment to delivering top-tier entertainment aligns perfectly with our bold vision, and we’re looking forward to sharing some of our most beloved titles with the Casino Time’s audience.”

Jeffrey Holmes, Chief Operating Officer  of Casino Time added: “We are thrilled to partner with Peter & Sons, a studio renowned for its distinctive artistic style and highly engaging gameplay. As we continue to cement our leading position in the Ontario market, this agreement represents a major step in expanding the premium entertainment we offer to players.”

The post Peter & Sons Bolsters Ontario Presence with Landmark Casino Time Content Agreement appeared first on Americas iGaming & Sports Betting News.

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Group from Ts’elxwéyeqw Tribe and Great Canadian Entertainment Announce Agreement for the Acquisition of Elements Casino Chilliwack

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Great Canadian Entertainment and a consortium group of certain communities from the Ts’elxwéyeqw Tribe, through an entity affiliated with Ts’elxwéyeqw Tribe Management Ltd. (the “Ts’elxwéyeqw Group”), announced that on November 7th, 2025, they entered into a definitive agreement for the purchase by the Ts’elxwéyeqw Group from Great Canadian Entertainment of Elements Casino Chilliwack, one of the premier gaming and entertainment destinations in the Fraser Valley region of British Columbia.

The Ts’elxwéyeqw Tribe constitute seven First Nation communities and are the First People of the Chilliwack River watershed. The transaction represents a transformational milestone for the communities within the Ts’elxwéyeqw Group.

Elements Casino Chilliwack serves guests across the Fraser Valley and is Chilliwack’s top destination for gaming and entertainment, featuring over 300 slots, live and electronic table games, bingo, dining, live entertainment and more.

The closing of the transaction remains subject to customary closing conditions and the receipt of regulatory and other approvals. Under the terms of the definitive agreement, Great Canadian Entertainment will continue to provide transitional services and support to the Ts’elxwéyeqw Group for a period following closing.

“This purchase marks an exciting milestone for our Nations and for the entire territory. By coming together in partnership, we are not only investing in a strong business opportunity, but also in the future of our people. The revenues generated through this acquisition will help strengthen our communities, create new opportunities, and ensure our Nations continue to play a leading role in the local economy. Additionally, we believe that local community-based ownership of Elements Casino Chilliwack will further strengthen the broader Fraser Valley community and economy. It’s a proud moment that reflects how Indigenous leadership and collaboration can build a stronger, more inclusive future for everyone,” said Chief David Jimmie, Chief of Squiala First Nation and President of Ts’elxwéyeqw Tribe Management Ltd.

“We are very excited to have entered into this agreement with the Ts’elxwéyeqw Group. We have had the privilege of being part of the Chilliwack community since we opened Elements Casino Chilliwack in 2012, and we believe that under the Ts’elxwéyeqw Group’s stewardship, the business will begin an exciting new chapter. For the team members and guests of Elements Casino Chilliwack, and the local community, we can think of no better owner for the business. We look forward to the closing and then working with the Ts’elxwéyeqw Group team during the transition period,” said Matt Anfinson, CEO of Great Canadian Entertainment.

McCarthy Tétrault LLP is acting as legal advisor and KPMG Corporate Finance Inc. is acting as financial advisor to the Ts’elxwéyeqw Group. McMillan LLP is acting as legal advisor to Great Canadian Entertainment.

The post Group from Ts’elxwéyeqw Tribe and Great Canadian Entertainment Announce Agreement for the Acquisition of Elements Casino Chilliwack appeared first on Americas iGaming & Sports Betting News.

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